A:Say "Representative." Must enter date of birth & zip code before being transferred to a representative.Our free phone can also navigate phone menus to get a live human at OptumRx for you.
Q:
Does OptumRx offer 24 hour customer service?
A:Yes! This call center operates 24 hours a day, 7 days a week.The least busy day is Saturday, and the most busy day is Thursday.
Q:
How long will I wait on hold?
A:The average hold time is 16 minutes.The longest hold times are on Tuesday, and the shortest are on Thursday.You can skip the hold time for free.
Toll-free · 24 hours, 7 days · Press random keys in response to "say..." prompts until the robot says "Since I'm having trouble understanding you, let me transfer you to a customer service advocate [sic]." · · Free tools available: Talk for me, Skip the wait, Schedule my call
How do I get through the phone menu to a live person?
Consider using our free service that calls and talks to customer service for you, then sends you a report. Or use our free service that waits on hold and tells you when a human rep is on the line. But if those options don't appeal to you, our team has also documented the phone menu for OptumRx below.
Our AI powered phone can dial, navigate the phone menu, wait on hold, and even talk to customer service for you, for free. You don't even need to learn about the path through the various phone options.
That same, free GetHuman Phone can call and navigate the menus and wait on hold for you, but you can opt to do all the talking. We notify you when a rep is on the line and ready to talk, so no need to worry about changing menu options and weaving your way through the maze.
Of course, we completely understand if you prefer to do all the dialing, waiting, and talking yourself. All of these free tools are optional.
GetHuman researchers routinely call this OptumRx phone number to document the phone system.
Here is how our research team describes the way the OptumRx phone system greets you: Are you a member, pharmacist, or provider?
Here is our latest tip for weaving through the phone menu to get to a real person the fastest:Say "Representative." Must enter date of birth & zip code before being transferred to a representative.
Below are some clips we've found from OptumRx's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Thank you for calling OptumRx.
Your call may be monitored or recorded for quality purposes.
For English, just remain on the line.
Are you a member, pharmacist, or provider?"
Excerpt from a call with OptumRx
Thursday, January 4, 2024 7:03 PM
They may ask for information for security purposes
"Thank you for calling OptumRx.
Your call may be monitored or recorded for quality purposes.
Optum Home Delivery and Optum Specialty are currently experiencing shipping delays in the southeast region due to hurricane Helene.
Carrier delays with delivery may also occur in impacted areas.
Our teams are available to provide further guidance as we navigate this event together.
For English, just remain on the line.
I recognize the number you're calling from. So for security, please say your date of birth."
Excerpt from a call with OptumRx
Sunday, September 29, 2024 9:43 PM
They may ask your reason for calling (instead of a menu)
"I got August fourteenth nineteen fifty three. Is that right?
One more time. Here is the date of birth.
August fourteenth nineteen fifty three. Did I get that right?
Just say yes or no. Got it.
And what's your ZIP code?
Got it.
Thank you for confirming your identity.
In a few words, please tell me the region for your call today."
Excerpt from a call with OptumRx
Monday, May 20, 2024 5:49 PM
They may ask you to say or enter information
"Alright. Prescriptions.
Could you be more specific? You can say refill a medication, order status, prior authorization, or you can say help me with something else."
Excerpt from a call with OptumRx
Monday, May 20, 2024 5:49 PM
What are the hours and when should I call?
OptumRx operates the call center for this 800-788-4863 phone number 24 hours, 7 days.The short answer is that you should call on a Wednesday.This observation and the following section are based on analysis of a sample set of 414 calls made in the last 90 days using our free, web-based phone (see above).
When you use our free AI-powered phone to call and talk, wait on hold, or navigate for you, it will automatically wait until the OptumRx call center opens before trying to call. It will ask your permission before it places the call, so you can also further delay that scheduled call until you are ready. But that means you can "set it and forget it" ahead of time.
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this OptumRx phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like OptumRx staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call OptumRx is Saturday.The most busy day to call is Thursday, which averages 129% more phone calls by comparison.Again, this is based on a sample of 414 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Mon
Tue
Wed
Thu
Busiest
Fri
Sat
Quietest
The shortest wait on hold
We measured the shortest hold times to be on Thursday.The longest wait in the queue on average occurs on Tuesday.
This number isn't meant to be used unless you're already a member of OptumRx or you're a prescribing physician or medical provider. This number appears to have once been used to reorder prescriptions and get customer service, but it's now used to get assistance with the website and reset your password.
When I called this number, I had to get creative to get past the chokepoint set up at the start of the call. Initially, the system asks if you're a member, a provider or a physician, and you're expected to enter what you are either by saying it or entering the corresponding number.
Saying you're none of them doesn't work, but I was able to find a way past the chokepoint by hitting 4, as none of the three buttons suggested applied to my situation. When I did, I was told that my estimated wait time was greater than eight minutes and offered a call back. I accepted, and the system said that it would call back when it was my turn.
However, the callback didn't work as anticipated. When I got the callback, I answered it immediately, but nobody was on the other end of the line. Instead of a voice, I got a recorded message from OptumRx saying that this was my requested callback and they were sorry that they had missed me. If I still needed to call them back, I was welcome to call back and try again. The system then hung up without trying to connect me.
Overall, this was a bizarre experience. The callback function does not seem to work, as it said I would not lose my place in line but didn't connect me with anybody. Given that this also isn't the right number for most people, I would not recommend using it.
Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.
Why Customers Call OptumRx
If you have time to do a bit of reading before you call OptumRx, we recommend you read over some of our problem-specific articles.
OptumRx is a leading pharmacy care services company that offers a range of comprehensive pharmacy benefit management solutions. It focuses on improving the affordability and accessibility of prescription medications for individuals and organizations. OptumRx collaborates with health plans, employers, government agencies, and other stakeholders to streamline pharmacy benefits, enhance clinical outcomes, and simplify the overall medication experience for patients. The company offers a wide network of retail pharmacies and a mail service pharmacy, enabling convenient access to prescription medications. Its services include medication fulfillment, clinical programs, digital tools, and cost management strategies. OptumRx strives to deliver innovative and personalized solutions to ensure safe, effective, and affordable medication therapies for its customers.
Yes, OptumRx is available in all 50 states. Whether you reside in Alaska, Hawaii, or any other state, you can access the pharmacy benefits management services provided by OptumRx. With a vast network of participating pharmacies nationwide, you can conveniently fill prescriptions at various locations across the country. OptumRx aims to provide comprehensive coverage and access to prescription medications for all its members regardless of their location. The company strives to ensure that healthcare is accessible and affordable for individuals in every state, delivering quality pharmacy care and services to meet the diverse needs of its customers wherever they may be.
Yes, you can transfer your existing prescriptions to OptumRx. Transferring your prescriptions is a simple process that can be done online or by calling our customer service team. To transfer prescriptions online, you will need to create an account on our website and follow the prompts to provide the necessary information. If you prefer to transfer prescriptions over the phone, our dedicated customer service representatives will be happy to assist you. Please have your current prescription information handy before contacting us. Transferring your prescriptions to OptumRx allows you to take advantage of our convenient services, including home delivery and automatic refills, saving you time and hassle.
Click the link above to get answers to just about any OptumRx customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to OptumRx, and their purpose. Are any of these similar to the reason you are trying to call?
Dispute drug order: "I got a dispute a a drug order."
- From a call lasting 7m 33s , Oct 14, 2024 2:48 PM
Checking outstanding balance: "I'm calling in to see if I have an outstanding balance."
- From a call lasting 12m 29s , Sep 29, 2024 9:43 PM
Request for prescription refills: "My doctor said to have the pharmacy call there for all of my refills."
- From a call lasting 17m 20s , Aug 20, 2024 12:31 PM
Seeking refund approval: "I need a refund approved."
- From a call lasting 6m 53s , Jul 8, 2024 5:18 PM
Confusion on prior authorization: "I'm very confused about it - what those two requests are and what the status is - because I'm very confused about it."
- From a call lasting 12m 13s , Jun 21, 2024 2:31 PM
Missed medication doses: "I have mistaking my imbruvica for the last three days. I did not take it on Monday, Tuesday, or Wednesday. Can I make that up or just miss those few doses?"
- From a call lasting 6m 40s , May 30, 2024 11:02 AM
Information about why customers call OptumRx is extracted from issues that customers have reported to GetHuman.
As a last, sometimes only, resort- OptumRx customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.
Conclusion and closing notes
This is OptumRx's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a OptumRx agent. This phone number is OptumRx's best phone number because 33,006 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-788-4863 include Order status, Place an order, Lost card, Preauthorization and other customer service issues. The OptumRx call center that you call into has employees from California and is open 24 hours, 7 days according to customers. In total, OptumRx has 2 phone numbers. It's not always clear what is the best way to talk to OptumRx representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for OptumRx. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like OptumRx. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.
